Front Desk EAP
What is the intercom code for a missing child?
CODE ADAM
What is the exact required greeting when answering the phone?
"Washington City Community Center. How can I help you?"
What exact cash amount must be in your till drawer at start and end of shift?
$150.00
What age must a pass holder be to receive their own official membership card?
10 years and older
Who is always your highest priority at the front desk?
The customer in front of you (do not answer the phone over a walk-in).
Where are the desk panic buttons located?
panic buttons are under the front desk counter in stations 1 & 3
What are the pool supervision rules for kids under 6 vs. kids under 10?
Under 6: Adult in the water within arm's reach. Under 10: Adult supervised on deck/in facility.
What two steps are required when accepting a check at the front desk?
Record the check number in the DaySmart memo section and stamp the back of the check.
What discount is offered for Annual Membership retention if renewed within 30 days of expiration?
$50 off for members under 3 years; $75 off for members over 3 years (if pass value is over $250).
If a member refuses a profile photo, what is the alternate requirement?
Issue a non-photo pass and require them to present a government photo ID every visit
What emergency equipment does the front desk grab during an evacuation?
Front hall AED and desk office First Aid kit.
What clothing items are strictly forbidden under the business casual dress code?
Flip-flops, clothing with write-ups/large logos (unless WCCC staff shirts), distressed/holed jeans, or hats.
How many till variances ($1.00+ over/short) result in a formal write-up?
3 warnings
What qualifies two people for a Senior Couple Membership?
2 people living at the same address with at least one over age 60.
Who handles: 1) BBQ/Pool Rentals, 2) Gym Sports Rentals, 3) Room Rentals?
1: Serena or Maddy 2:Karrin 3: Michelle
What areas does the front desk cover during a CODE ADAM?
Entrance/Lobby, Front Hallway, and Multipurpose Room
Explain the "3 strikes, you're out" rule for disruptive patrons.
Give 2 warnings. On the 2nd warning, tell them a 3rd offense means leaving for the day.
Can a patron sign a membership cancellation form if they have an unpaid balance on their account?
No. All outstanding balances must be paid in full before a cancellation form can be accepted.
What are the 2 official membership lengths front desk staff are allowed to sell?
Monthly, and Annual.
What process must be followed when doing punch passes or upgrading a membership in the physical binders?
Pull the old/expired waiver or contract out of the binder when putting the new one in, and make sure it goes into the correct binder.
What are your 3 immediate steps if you receive a bomb threat on the phone?
1) Keep them talking & fill out the form; 2) Do not transfer/hold; 3) Call 911 & notify management.
What is the policy for part-time vs. full-time employees regarding free WCCC annual memberships?
Part-time employees receive 1 free individual annual membership (for themselves only). Full-time employees receive 1 free family annual pass.
What happens in Month 1, Month 2, and Month 3 of an unpaid invoice?
Month 1: Added to Open Invoices doc + phone call. Month 2: 2nd notice email. Month 3: 2-week warning letter + membership cancellation before going to agency.
Name 3 acceptable forms of residency proof for members 19 and older.
Government ID, utility bill, bank stub/paycheck, lease agreement, tax return, or auto registration.
What is the question you will answer at least 47 times today, even though there are giant signs posted EVERYWHERE?
Is the pool open?